ComeOn! Casino - Povlačenje igrača je odloženo, a dokumenti odbijeni.

Hello

My account was verified, once I requested a withdrawal of 2246€ the withdrawal was put on hold without any notification.

I though it will take a while to process it but after waiting such long time I decided to contact live support, live support almost unreachable.

After many attempts, I was told that they need more documents to verify my account.

I sent them selfie holding ID and bank statement. They reject my documents after 4 days of waiting without any explanations.

The casino is acting very suspiciously. I think they're trying to steal my money.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with ComeOn! Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Have you attempted to upload new documents again after they were rejected?
• Could you please share with me your communication with the casino regarding the issue, including the email the casino supposedly sent you after they rejected your documents? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear tmrmap,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello, I'm sorry for the late reply but the situation looks the same as in their sister casino.

Is your player's account accessible to you? Can you log in?

Yes

Did you achieve your current balance with the help of a bonus?

No

Have you attempted to upload new documents again after they were rejected?

Yes I uploaded completely new proof of address and correct selfie holding ID with "thumb up".

Could you please share with me your communication with the casino regarding the issue, including the email the casino supposedly sent you after they rejected your documents? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Unfortunately the chat transcripts did not save but, comeon did not send me any mails with reasons of rejection.

I forwarded you an email from comeon after they rejected my documents these were fully correct with the requirements from the mail.

Hello,

I am also sending you the latest recording of a conversation during which I wanted to explain the reason for the rejection, but the customer service representative was very rude and hung up during the conversation. I also had to wait an hour to contact customer service because their live chat is mostly unavailable.

Dear tmrmap

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear tmrmap,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from ComeOn! Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear ComeOn! Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons why the verification could not be successfully completed, as this appears to be causing the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

I sent another documents 3 days ago and yesterday they got approved.

Withdrawal was processed today and I'm waiting for funds.

Dear tmrmap,

thank you for the update and for confirming that your documents have been approved. I’m glad to hear that the withdrawal has been processed.

Please let me know once the funds are received so that we can proceed with closing the complaint.

I received my funds finally. Case resolved. Thank you.

Dear tmrmap,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru